Refund policy
Last updated: October 27, 2026
Returns and cancellations
Thank you for shopping with Pet Joy. This policy explains how to cancel an order, return an item, and get a refund.
Cancelling before shipment
You can cancel your order, or remove items from it, until it ships. Contact us at info@pet-joy.com as soon as possible.
Right of withdrawal (14 days)
You may cancel your purchase within 14 days after the day you receive your order, without giving a reason. If your order arrives in multiple parcels, the 14 days start the day after you receive the last one.
To cancel, let us know within those 14 days by:
- emailing info@pet-joy.com,
- using the [model withdrawal form], or
- starting a return in your account.
After notifying us, send the items back within 14 days. We will send you return instructions, including the return address. You can also find it here: [Ruboli B.V., street + number, postcode, city, Netherlands].
Return costs
Return shipping costs are for your account, unless the item is defective, damaged, or not what you ordered.
Condition of returned items
You may handle the item as you would in a shop to check its nature and how it works. If an item has been used more than that, we may reduce your refund to reflect the loss in value. Please return items in their original packaging where possible.
Personalised items
Items personalised to your request, such as products with name embroidery, are made specifically for you. They cannot be returned or cancelled once production has started. This does not affect your rights if the item is defective or not as ordered.
Damaged, defective or wrong items
Please check your order when it arrives. If an item is defective, damaged, or not what you ordered, contact us at info@pet-joy.com with a photo. We will repair, replace, or refund the item, and cover the return shipping costs.
Exchanges
Want a different size or colour? Contact us before returning your item and we’ll let you know the options.
Refunds
We refund the product price and the standard delivery cost within 14 days after you notify us of your cancellation. We may wait until we receive the items back, or until you show proof that you’ve sent them, whichever comes first. If you chose a more expensive delivery option than our standard one, we only refund the standard delivery cost.
Refunds go to your original payment method. Your bank or payment provider may need a few extra days to process it. If you haven’t received your refund within a reasonable time after we confirmed it, please contact us.
Your legal rights
This policy does not limit your rights under applicable consumer law, including your rights if goods are defective, not as described, or not delivered on time.
Contact
For cancellations, returns, exchanges, or damaged items, contact us at info@pet-joy.com or use the contact details in our legal notice.
